Implementation Service Sr. Specialist - Client Experience
About The Position
The Role The Implementation Service Sr. Specialist (ISSS) plays a critical role in supporting Implementation Project Managers in onboarding advisors onto our platform. This position aids in ensuring a smooth, efficient, and positive onboarding experience by managing operational tasks, coordinating with internal teams, and serving as a trusted resource for advisors throughout the process. The Team The Client Conversion Services (CCS) Implementation team ensures the detailed transition of Broker Dealers, Advisors, Bank & Trust companies and Family Office clients onto the Fidelity Institutional Wealth Management Services' (FIWMS) platform. Fidelity Institutional Wealth Management Services (FIWMS) is a division of Fidelity Investments that offers clearing and custody services; investment and technology products and solutions; institutional trading products, services, and execution; and a range of insights, expertise, and extraordinary client experience to more than 13,500 financial intermediary firms and institutions. These firms and institutions include registered investment advisors (RIAs), strategic acquirers and professional asset managers, broker-dealers, bank and trust companies, insurance companies, and family offices and wealthy families. The Client Conversion Services Project Management team within Client Experience supports the onboarding of these businesses. The Team works closely with Sales and Relationship Management, Product and Technology Specialists, Training Consultants, Deployment Consultants and Client Service.
Requirements
- Bachelor's Degree and 2+ years of operations and/or service experience in the financial services industry or equivalent college experience preferred
- Series 7 encouraged
- Strong organizational skills, attention to detail, and the ability to manage multiple inquiries concurrently in a dynamic, cross-collaborative environment
- Ability to explain processes clearly, and build trust using excellent interpersonal, verbal and written communication skills
- Solid understanding of Fidelity brokerage policy and procedures
- Ability to gain proficiency with FBSI/FDOT/OpsWorX, MyWorkspace, XTRAC, Wealthscape, Salesforce and Microsoft Office applications
Responsibilities
- Partner with Implementation Project Management to execute advisor onboarding plans within defined timelines and service standards
- Support advisors transitioning their book of business onto the platform, providing clear guidance and timely responses to inquiries
- Monitor progress and proactively identify potential issues, escalating as needed to ensure successful implementation
- Maintain detailed records of onboarding activities and status updates in Salesforce and project tracking tools
- Contribute to continuous improvement initiatives by sharing feedback and best practices
- Manage small to mid-level implementation projects by addressing advisor inquiries via email, phone, Zoom (as needed) to ensure a seamless transition
- The ISR team will focus on client satisfaction with specific attention in the areas of account opening, transfer of assets, not in good order (NIGO) management, problem resolution, Wealthscape platform and tools, and answering inbound inquiries
- Accelerating advisor productivity and strengthening client relationships by delivering exceptional service to clients during a Moment that Matters, often their first experience working with Fidelity
- Acting as a liaison on behalf of Advisors to FIWMS organization to address their needs
- Responding to client inquiries during the asset realization of the on-boarding experience
Benefits
- comprehensive health care coverage and emotional well-being support
- market-leading retirement
- generous paid time off and parental leave
- charitable giving employee match program
- educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
